【ブルガリ】Store CRM Manager募集＜首都圏＞

LVMHのウォッチ & ジュエリー メゾンは、市場でも極めて躍動的なブランドとして、ハイエンドウォッチとジュエリー & ハイジュエリーの2部門に及びます。各メゾンは、いずれも卓越性の追求、創造性と革新をインスピレーションにしています。この部門では、それぞれのメゾンが個性を生かした事業を展開しています。タグ・ホイヤーの国際的な名声、ウブロの絶え間ない革新への意欲、ゼニスが体現する数世紀にわたるサヴォアフェール、そしてディオールの創造性。ジュエリー & ハイジュエリーでは、ブルガリ、ティファニー、ショーメ、フレッド、レポシのそれぞれが、大胆な創造性と比類のない専門技術を駆使し、心をとらえるユニークなオブジェでお客様に驚きを提供し続けています。

Position:

• CRM(Client Relationship Management) Manager in store
• Company: Bulgari Japan
• Work Location: Tokyo
• Department: Retail
• Report to: Store Manager

Job Summary:

The CRM Manager is tasked to ensure that all the CRM activities are properly executed based upon the company/store strategy working closely with each store staff in order to optimize clients interactions and boost revenue of the most important store in Japan market. This position entails in-depth analysis of client data provided by Back Office CRM function to make sure that every listed client can receive personalized user experience at the right timing according to client’s cluster. The role also functions to elevate the low-profile clients to a higher level by tracking their purchase history and to instruct client advisors to take actions in a timely manner.
Moreover, the CRM Manager is responsible for transfer of the clients in case a client advisor should leave the store.

Tower as the hub of Customer Relation Management.

Key Accountabilities:

• Responsible and accountable for the data of all the clients belonging to the store and for the execution of clienteling activities based upon the customer data provided.
• Monitor and analyze all the activities conducted within the store and make sure that each client is contacted and taken care by the client advisor in charge.
• Hold regular meetings with Senior Store Manager and Store line Managers to align direction and strategy to hit the store’s financial target
• Collect feedback from client advisors and address needs towards the company when necessary to improve the whole CRM related activities of the store
• Realize small events (both concept and set up) to enhance the relationship with the clients for the store in collaboration with Senior Store Manager and Retail Manager in charge
• Monitor the performance of client advisors in terms of execution in clienteling and conversion and support them in improving their performance
• Address the issues related to CRM data quality / lack of CRM system functionality and organizational difficulties to realize required actions toward head office or Italian HQ if necessary.

Required Competencies:

Client-centric mindset with a passion for delivering exceptional service
• Strong leadership with teamwork spirit
• Excellent communication, interpersonal, and negotiation skills
• Problem-solving and decision-making abilities
• Strategic thinking and business acumen
• Ability to work cross-functionally and build strong relationships
• Adaptability and resilience

Qualifications:

• At least 3 years professional experience in the CRM and promotional activities is preferable (Experience in luxury industry is a plus, but not a must)
• Strong command of data analysis skills
• Knowledge of marketing and related techniques/tools (analytical/scientific thinking)
• Fluency in Japanese and mid-level of English
• Advanced level of PC Skill (MS Word, Excel, Access, PPT)
• Organization skill
• Customer-oriented
• Team player
• Good level of autonomy
• Strong commitment
• Passion for the brand and work